ServiceNow Service Delivery Manager

Overview

Key Responsibilities

• Take full responsibility for the overall delivery of the ServiceNow platform services, encompassing:
• Continuous operations and support, ensuring the platform is always available, reliable, and performing optimally to meet organizational needs.
• Enhancements driven by the backlog, prioritizing and implementing improvements and new features that align with business objectives and user feedback.
• Coordination of releases and deployments, managing schedules, resources, and communication to guarantee smooth transitions and minimal disruption.
• Serve as the main escalation point and decision-maker for delivery-related issues, ensuring that:
• Problems are resolved quickly through effective troubleshooting, root cause analysis, and engagement with relevant teams.
• Risks are effectively controlled by proactively identifying potential issues and implementing mitigation strategies.
• Delivery obligations are fulfilled in accordance with agreed timelines, quality standards, and contract requirements.
• Collaborate closely with stakeholders to:
• Comprehend and prioritize demands, balancing competing needs to deliver maximum value to the organization.
• Question and verify requirements when necessary, ensuring clarity, feasibility, and alignment with strategic goals.
• Guarantee alignment between business objectives and platform capabilities, facilitating seamless integration and optimal use of ServiceNow features.
• Provide strong leadership to the delivery teams, which include:
• Technical consultants and developers, guiding them to apply best practices, innovate, and maintain high code quality.
• Business analysts, supporting requirement gathering, documentation, and communication between business and technical teams.
• QA and support personnel, ensuring thorough testing, issue identification, and responsive support services.
• Lead delivery governance and uphold standards, ensuring:
• Consistent development practices that adhere to organizational policies and industry standards.
• Controlled release processes that minimize risk, ensure quality, and provide clear documentation.
• Alignment to platform design and reuse principles, promoting efficient, maintainable, and scalable solutions.
• Ensure quality and accountability across delivery, including:
• Reviewing progress against commitments, conducting regular status meetings and reporting to stakeholders.
• Monitoring delivery KPIs and SLAs, analyzing performance data to identify trends and areas for improvement.
• Supporting issue resolution and performance improvement initiatives to enhance service quality and customer satisfaction.
• Act as a trusted point of contact for stakeholders, capable of:
• Representing technical and functional decisions clearly and effectively, bridging communication between business and IT teams.
• Managing expectations and resolving conflicts diplomatically to maintain positive relationships and project momentum.
• Standing behind delivery teams with confidence, advocating for resources, and providing guidance to overcome challenges.
• Support continuous improvement of service delivery, including:
• Identifying inefficiencies and bottlenecks through regular process reviews and feedback collection.
• Driving optimisation of processes and workflows to increase efficiency, reduce costs, and improve user experience.
• Promoting effective use of ServiceNow capabilities by encouraging adoption of new features, best practices, and ongoing training.
• **Requirements** **7 to 10+ years of experience in Service Delivery, with extensive knowledge of ServiceNow**
• platforms, including:
• **In-depth understanding of various ServiceNow modules and features such as:**
• + **ITSM**
• + **ITOM / CMDB**
• + **HRSD / enterprise services**
• + **CSM**
• Capable of:
• **Confidently engaging with both technical teams and business stakeholders**
• **Critically evaluating requirements and assumptions when necessary**
• **Converting high-level requirements into actionable delivery strategies**
• Demonstrated experience in managing:
• **Multiple ServiceNow delivery streams, including operations and enhancements**
• **Backlog-driven development prioritization**
• **Cross-functional teams**
• Strong knowledge of:
• **Service delivery models and governance frameworks**
• **Management of SLAs and KPIs**
• **Release and change management procedures**
• Ability to:
• **Assertively participate in stakeholder discussions and justify delivery decisions**
• **Effectively support and represent delivery teams**
• **Maintain control in complex or high-pressure situations**

Preferred Qualifications

• ITIL Foundation or higher certification
• ServiceNow Certified System Administrator or other relevant certifications
• Experience working with Agile methodologies and project management tools
• Familiarity with automation and workflow optimization within the ServiceNow platform

Benefits